Loris
The business, the turning points, and the decisions behind them.
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Sections to complete：02 · 05
01 / WHAT IT BUILT
What the company did
Loris (founded 2018 by Etie Hertz) is a conversational-AI platform that coaches human customer-support agents in real time during digital conversations (chat, SMS, email). Instead of routing customers to chatbots, its no-code software guides agents with empathy techniques and intent-based language suggestions — improving productivity (14% first-time reply, 25% average reply time, 18% average handle time per customer reports) and customer satisfaction. It integrates with Zendesk, LivePerson, Salesforce and Twilio, and gives business leaders a dashboard of conversation insights. Total funding $19.1M.
02 / FAILURE REASONS
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03 / EVENT HISTORY
Events in the structured record
- Founded
Founded in 2018; the concept grew out of Crisis Text Line's approach to handling the toughest conversations — its AI core drew on analyzing nearly 200 million messages.
- Product launch
Officially launched its real-time coaching technology for digital customer service in April 2021, reporting KPI improvements and 50% higher chat concurrency for customers.
- Series A
Raised a $12 million Series A led by Bow Capital with ServiceNow Ventures, Floodgate and Vertex Ventures, bringing total funding to $19.1M.
04 / CONTEMPORARY REBUILD ASSESSMENT
Difficulty of rebuilding this project today
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Overall assessment: Not completed
05 / CAUSAL CHAIN / AFTERMATH
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